Delete your Laqao account

This page explains how to delete your account for Laqao, the audio travel guide by Lopaso Holdings, LLC.

Option 1: In your account

Sign in on laqao.online or in the Laqao app, open Profile, and tap Delete account. We'll ask you to confirm it's you first. If you can't sign in, use Option 2.

Option 2: By email

Email support@laqao.online from the email address on your Laqao account, with the subject "Delete my Laqao account". You can use this option even if you can't sign in. We'll email you at that address to confirm it's you before we delete anything. We delete your account within 30 days of confirming your request and email you when it's done. When the deletion runs, it's usually finished within a few minutes. Copies can remain in our backup and recovery storage for up to 7 days after the deletion, and are then erased automatically.

Before you delete

If you have a Monthly or Yearly subscription on the website, deleting your account cancels it right away, so you won't be charged again. If you have an active Trip pass, it ends. Deleting your account doesn't refund any payment, including the rest of a period you've paid for. If we can't cancel your plan, we won't delete your account. You'll see an error, and you can try again later or use Option 2.

Deleting your account cannot be undone.

What we delete

Your sign-in account (email, name and sign-in method)
Your profile and settings
Your saved places
Your list of places you've heard, and your weekly pin count
All your trips, including any hidden from History, and every photo you added.
Your Premium status record in our database, including the Stripe customer ID stored there
Your saved cards, and the name, email and address on your customer records in our Stripe account
Usage counters linked to your account ID
Reports you sent about narrations

We also ask our service providers to delete the data they hold for us, where they keep any.

What we may keep, and for how long

Payment records: the record of payment events we processed (event ID, type, account ID and time), and the invoices and receipts Stripe holds for us (such as the amount, date, and the email, name and last four card digits shown on them), kept for up to 7 years after the end of the tax year for tax, accounting and dispute purposes. Invoices and receipts already issued keep the details shown on them. Stripe also keeps its own records under its own policy.
Emails you sent us: kept for 2 years from our last reply.
Deletion record: a one-way hash of your account ID, with the time and result of the deletion, so late payment notifications can't recreate your data. It's kept as long as your payment records.
Backups: copies can remain in our backup and recovery storage for up to 7 days after deletion, and are then erased automatically.
Usage counters based on a hashed IP address: these hold only counts and times. We are setting them to be deleted automatically; until then we delete them on request.
Server logs: kept by our hosting provider, Google Cloud, for about 30 days. They can include your IP address and the map coordinates of place lookups.
Shared narrations, audio clips and place information: these are not linked to your account and are not deleted. Some include the coordinates of the spot requested.

Delete some data without deleting your account

History and photos: on the Profile screen, tap Clear all history. This removes the places you've heard, the photos you added and any earlier trips.
Saved places: in Saved, tap Remove.
Narration copies on your device: on the Profile screen, under Data & Storage, tap Clear narration cache. Signing out and clearing the site's data removes the copies stored on your device.
Anything else: email us at support@laqao.online.

Questions: support@laqao.online